Eldie Ibanez
Quezon City
Summary
Experienced L1 Support Engineer with a robust background in technical support and process execution.
Demonstrated expertise in IT service ticketing systems, remote support tools, and application support.
Proven ability to communicate complex technical information to non-technical audiences effectively.
Adept at diagnosing and resolving hardware and software issues, with notable experience in LMS, POS systems, and VoIP technologies.
Skilled in collaborating with technical teams to escalate and resolve complex issues efficiently.
Career goal: To leverage extensive technical support experience to drive operational excellence and enhance customer satisfaction within a dynamic organization.
Overview
7
7
years of professional experience
Work History
L1 Support Engineer
Sourcefit: Instructure
03.2024 - 11.2024
- Canvas LMS
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Provided clear and concise step-by-step technical support to guide clients.
- Collaborated with technical teams to escalate complex issues and track resolution progress.
- Monitored and reported on recurring technical issues to aid in product enhancement.
Senior Process Executive
Cognizant Philippines: Dunkin POS
08.2023 - 03.2024
- Coordinated with IT department to troubleshoot technical issues with point-of-sale systems, reducing downtime and maintaining operational continuity.
- Analysed point-of-sale system errors and malfunctions, liaising with service providers for prompt resolution.
- Managed installation and maintenance of point-of-sale systems, enhancing transaction efficiency across multiple retail locations.
- Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.
- Provided clear and concise step-by-step technical support to guide clients.
Technical Support Representative
Sitel Philippines: HP Printer
01.2021 - 05.2023
- Installed, configured, and updated printer software and drivers for improved device compatibility and performance.
- Developed and maintained a knowledge base of common printer issues and solutions to enhance team efficiency.
- Provided technical support and guidance to users on proper printer operation and troubleshooting techniques.
- Responded promptly to service calls, ensuring minimal disruption to office operations and client services.
- Diagnosed and repaired malfunctioning printers, copiers, and scanners to maintain optimal operational efficiency.
Technical Support Representative
Acquire Asia Pacific, RingCentral
09.2019 - 09.2020
- Configured and installed VOIP equipment, ensuring seamless integration into existing networks.
- Managed ticketing system efficiently, prioritising and escalating issues to second-line support when necessary.
- Conducted performance analysis on VOIP services, using findings to drive strategic improvements.
- Monitored service level agreements SLAs, striving to exceed key performance indicators for customer satisfaction.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
Technical Support Representative
Teleperformance (Telstra)
12.2017 - 08.2019
- Diagnosed and resolved technical issues for customers via phone, email, and live chat support.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.
- Provided clear and concise step-by-step technical support to guide clients.
Education
Associate of Science - Computer Science
Asian Institute of Computer Studies
Quezon City, Metro Manila, Philippines04-2006
Skills
- Software Application
- IT service ticketing systems
- VoIP technologies
- Remote support tools
- Application support
- Hardware support
- LMS expertise
- LMS knowledge
- Network troubleshooting
- VoIP technologies expertise
- VoIP systems knowledge
- POS system operation
- Multitasking
- Computer literacy
- Cultural awareness
- Hardware diagnosis
- Mobile device management
- Active listening
- Technical issues analysis
- Application installation
Languages
English
Advanced (C1)
References
- John Michael Broa, IT-Service Desk @ Wipro, 09983408408, 2021, Present
- Michael Kirck Bautista, Contact Center Specialist @ Acquire, 09178089419, 2019, Present
Hobbies and Interests
- Playing Basketball
- Playing Chess
- Music
- Movies and Series
- Online Games
Timeline
L1 Support Engineer
Sourcefit: Instructure
03.2024 - 11.2024
Senior Process Executive
Cognizant Philippines: Dunkin POS
08.2023 - 03.2024
Technical Support Representative
Sitel Philippines: HP Printer
01.2021 - 05.2023
Technical Support Representative
Acquire Asia Pacific, RingCentral
09.2019 - 09.2020
Technical Support Representative
Teleperformance (Telstra)
12.2017 - 08.2019
Associate of Science - Computer Science
Asian Institute of Computer Studies
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